Troubleshooting: Computers Not Appearing in Admin Portal After Install
Table of Contents
This document is designed to help walk you through some diagnostic and troubleshooting steps if you have successfully installed the AutoElevate agent on a computer (via manual installation or script), but don't see a record of it in the Computers screen of the Admin Portal.
Basic things to check for
Did you refresh the data on the Computers screen in the Admin Portal? The admin portal does not auto-refresh the data when you navigate to the screen. This is to aid in load times if there is a lot of data. To refresh, press the refresh button in the top right corner of the grid area.
Does your user account have "Company Access" to the Company the computer was installed? An administrator on your account can look at the settings on your User account to check your Company Access settings.
Is the license key supplied to the installer or script correct? Check your script or the values that were saved onto the local machine when the install executed. You can do this by navigating to HKLM\Software\AutoElevate in the Registry Editor. You should see a LicenseKey key there. Check to ensure that every character is correct and that there aren't any trailing spaces. An administrator can find the license key on the Settings screen in the Admin Portal.
Were the Company Name and Location Name supplied to the installer or specified in the script? Check your script or the values saved onto the local machine when the installation was executed. You can do this by navigating to HKLM\Software\AutoElevate in the Registry Editor. You should see the CompanyName and LocationName keys. Neither of these keys can be empty.
Is there any local or network filter that would prevent access to https://mercury.autoelevate.com? That is the URL of our agent registration services, and the local computer must be able to resolve it.
Is there any local anti-virus or EDR software that could be preventing the AutoElevate Agent (AutoElevateAgent.exe) service from running? It is rare, but sometimes local anti-virus or EDR software may need to whitelist all files in the C:\Program Files (x86)\AutoElevate or whitelist the publisher certificate that has signed all our files.
If everything checks out for all of the items above
If the AutoElevate Agent (AutoElevateAgent.exe) service is running but still not visible in the Admin Portal, please put the agent in local diagnostic mode, restart the agent, wait a few minutes, and send the resulting log files to firstname.lastname@example.org.
Please see the following document with instructions on putting the agent in Local Diagnostic Mode: Troubleshooting: Local Diagnostic Mode - CyberFOX Support Center.